Diamondtrax 12-Series Small Mat Kit

Estimated Delivery: 4-7 Business Days from Order Date

Effective Date: September 3, 2026

1. Overview (Quick Reference)

• Return Window: 30 days from receipt of the product
• Product Condition Accepted: New, unused, undamaged, in original packaging, with tags attached for change-of-mind returns; defective, damaged, or incorrect items are handled separately under this Policy
• Return Method: By mail using a trackable shipping method
• Return Shipping Cost: Customer pays for change-of-mind returns; Crest Havo covers defective, damaged, or incorrect items
• Restocking Fee: 20% for eligible change-of-mind returns; 0% for defective, damaged, or incorrect items
• Refund Processing Time: 5-7 business days after we receive and inspect the returned item
• Refund Method: Original payment method
• Exchanges: Available for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to purchases made through the Crest Havo website located at cresthavo.com ("Website") and shipped to customers within the contiguous United States. Crest Havo is operated by SE Stores LLC.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@cresthavo.com

Phone: 615-502-4150

Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

We generally respond to customer inquiries within 24-48 hours.

4. Return Eligibility

Eligible customers may request a return within 30 days of receiving their order, subject to the conditions outlined below. We accept eligible returns for both non-defective products and products that are defective, damaged, or incorrect.

4.1 Conditions for Return

• For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, in the same condition received, in its original packaging, with all applicable labels and tags attached, including applicable accessories, manuals, and other originally included materials. Change-of-mind returns are subject to a 20% restocking fee, and the customer is responsible for return shipping costs.
• For Defective or Damaged Returns: Defective or damaged products are not subject to the 20% restocking fee, and Crest Havo will cover applicable return shipping costs. Please provide photographs or videos documenting the damage or defect.
• Proof of Purchase: A receipt, order number, or other reasonable proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at support@cresthavo.com or call 615-502-4150 within 30 days of receiving your order. Provide your order number, the product you wish to return, the reason for the return, and photographs or videos when applicable. Return Authorization: After reviewing your request, we will provide return instructions and a Return Merchandise Authorization (RMA) number, if applicable. Do not send a product back without following our return instructions. Approved change-of-mind returns are subject to a 20% restocking fee, which will be deducted from the applicable refund.

5.2 Preparing Your Return. Package the Item Safely: Securely package the item to help prevent damage during return shipping. Where applicable, use the original packaging and include all accessories, manuals, tags, labels, and other originally included materials. Include Documentation: Include the return authorization information and any supporting documentation requested by our Customer Service team. Return Label: For approved change-of-mind returns, the customer is responsible for obtaining and paying for the return shipping label. For approved defective, damaged, or incorrect items, Crest Havo will provide or arrange an appropriate prepaid return shipping label.

5.3 Shipping the Return. Method: Return the item using a trackable shipping method. Return Window: Once your return has been authorized, follow the return instructions and shipping deadline provided by our Customer Service team.

6. Return Shipping Costs and Fees

• Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs for approved change-of-mind returns.
• Return Shipping Costs (Defective, Damaged, or Incorrect Items): Crest Havo will cover applicable return shipping costs.
• Restocking Fees: A 20% restocking fee applies to eligible change-of-mind returns. No restocking fee applies to approved returns involving defective, damaged, or incorrect items.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: The item must be unused, undamaged, in its original packaging, and have applicable tags and labels attached. The return request must be submitted within 30 days of receipt. Refund: Once the returned item has been received and inspected, an approved refund will be issued to the original payment method, less the applicable 20% restocking fee. Return shipping costs are the customer's responsibility.

7.2 Defective or Damaged Goods. Notification: For packages that arrive damaged, contact us within 7 days of delivery. For defects discovered after delivery, contact us as soon as reasonably possible after discovering the defect. Documentation: Please provide photographs or videos showing the damage or defect when possible. Resolution: Depending on the circumstances and product availability, we may provide a replacement or a full refund. No restocking fee applies, and Crest Havo will cover applicable return shipping costs.

7.3 Incorrect Product Received. If you receive an incorrect product, contact us as soon as possible after receiving your order. We will review the issue and, where the error is confirmed, arrange for the incorrect item to be returned at our expense and work to provide the correct product at no additional cost to you.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy. Resolution: We will work with the applicable shipping carrier to investigate the shipment. If the product is confirmed lost in transit, we may offer a replacement or refund, as appropriate.

7.5 Order Cancellation. Before Shipment: Customers may request cancellation within 24 hours of order placement. Cancellation requests must be submitted as soon as possible because we may begin processing orders shortly after they are placed. If an eligible cancellation is approved before shipment, the applicable payment will be refunded. After Shipment: Once an order has shipped, it generally cannot be canceled through the order-cancellation process. Please follow the applicable return process after receiving the product. A 20% restocking fee applies to eligible change-of-mind returns after shipment, and the customer is responsible for return shipping costs.

8. Refunds

8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item and determine that the applicable return requirements have been satisfied. Notification: We will notify you by email regarding the approval or rejection of your refund request. Condition: Items must meet the return eligibility criteria outlined in Section 4.

8.2 Refund Processing. Method: Approved refunds will be processed to the original payment method used for the purchase. Processing Time: After receiving and inspecting the returned item, refunds are generally processed within 5-7 business days. Additional time may be required for funds to appear in your account, depending on your bank, credit card issuer, or payment provider.

8.3 Partial Refunds. A partial refund may be considered where: a returned item is not in its original condition for reasons unrelated to an error by Crest Havo; parts, accessories, manuals, tags, or other originally included materials are missing; or other circumstances warrant a partial refund under the applicable return conditions.

9. Exchanges

We accept exchanges for defective, damaged, or incorrect items, subject to product availability and our review of the applicable claim. To request an exchange, contact us at support@cresthavo.com or 615-502-4150. If the requested replacement item is unavailable, we may provide another appropriate resolution, such as a refund.

10. Non-Returnable Items

The following items are not eligible for standard change-of-mind returns: Custom or personalized items; Items marked as "Final Sale." Additional product-specific return restrictions may apply where disclosed on the applicable product page or provided by the manufacturer.

11. Timelines

• Return Window: Eligible return requests must generally be submitted within 30 days of receiving the product.
• Damaged Package Reporting: Within 7 days of delivery.
• Order Cancellation: Within 24 hours of order placement, subject to the order not having already shipped.
• Refund Processing Time: Within 5-7 business days after receiving and inspecting the returned item.

12. Legal Rights

This Return and Refund Policy does not affect any statutory, legal, or consumer rights that you may have under applicable law.

13. Questions and Support

Crest Havo (SE Stores LLC)

Phone: 615-502-4150

Email: support@cresthavo.com

Business Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

Address: 1313 Donelson Avenue, Old Hickory, TN 37138, United States

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.